Product Success Associate

About us

At Jigsaw, we’re on a mission to transform the way professional services and financial institutions work. We do this by helping our clients organise, visualise and use their data (think Figma or Canva but for the ‘City’). Our clients include the world’s biggest consultancies, leading financial institutions and top law firms.  

Jigsaw was founded by two seasoned entrepreneurs, Stephen and Travis. This is their second venture together; their first was acquired by a US private equity firm and went on to become a billion-dollar company and a household name in professional service firms across the world. Jigsaw is now on a growth trajectory few Series A companies achieve - putting us in the top quartile SaaS companies globally. Today we proudly serve thousands of users from nearly two  hundred businesses worldwide, who love our products and use them everyday. 

But we’re only getting started! We have ambitious goals and we’re looking for talented people to help us achieve them. 

Why join us? 

We're not about the corporate grind; instead, we thrive on creativity, enthusiasm, and a touch of humour to make magic happen. 

We hire people with high ownership and a bias for action. Then we trust and empower them to do their best work. 

As a Product Success Associate, you’ll be our frontline hero, solving problems for our users as a member of our New York based team. This is a fast-paced, high-impact position where you’ll spend approximately 80% of your time supporting users and 20% collaborating with internal teams. You will be helping our clients - primarily from legal, accountancy, corporate, and financial sectors to get the most value from our platform, while also providing crucial feedback that shapes the product. Over the first 12 months, you’ll evolve into a technical, autonomous operator who can tackle almost anything when it comes to resolving support queries.

Please note: This is a hybrid role, with three days a week required in-office in London.

You'll focus on...

• Handling high-volume, high-velocity customer interactions – responding to inquiries, troubleshooting issues, and solving real-world problems which address user frustrations. Ensuring their needs are met with both efficiency and empathy.

• Working on product initiatives – providing feedback on product development, identifying common customer needs, and contributing to feature launches.

• Being the glue between Product and Business Development – ensuring alignment between what customers need and how our platform evolves.

• Contributing to Jigsaw’s reputation as a world-class support team – Your support will contribute directly to customer satisfaction and retention, ensuring our clients continue to choose Jigsaw as their go-to platform. Exceptional service is one of our unique selling points, and you’ll help maintain that reputation by providing best-in-class support.

You'll need...

• To be a phenomenal Communicator - you’re clear, concise, and empathetic, creating exceptional experiences for our clients, whether they are external customers or internal teams.

• To be a problem-solver, you thrive diving into complex issues, identifying patterns, and finding root causes to resolve problems efficiently.

• Technical aptitude, you don’t need to be a coder, but you love to tinker with tech and keep up to date on new technical trends, experience with Azure, SQL, Web Dev tools, Terminal & CMD will be highly advantageous.

• To be organised & methodical, you keep calm under pressure and thrive in fast-paced settings managing multiple tasks simultaneously.

• A relentless service mindset, you love helping people, anticipating needs and delivering world-class experiences to every user, client or colleague.

• A hunger for growth: You want to build a scale-up from the inside and welcome challenges. You want to grow your skillset in new ways.
  

Who should apply?

If you thrive in fast-paced environments, love solving problems, and want to work across multiple teams, this role is for you. You’ll gain exposure to both customer-facing work and technical product development, making it an ideal steppingstone for future career growth.